Páginas

domingo, junho 17, 2012

A experiência é o produto (parte II)

"For decades, businesses have sought technology, features, and optimizations to maintain or increase an advantage over their competitors. But the value of investing solely in these things has reached an end. The experiences people have with your products and services is the real differentiator, a strategy that must be explored and embraced in our changing world.
...In the 20th century, in addition to an emphasis on computerization and globalization, business management focused heavily on optimization. The early days of business management began with economic theory and the work of Fredrick Taylor, who performed time and motion studies in factories to scientifically examine and select the most efficient working methods....If we fast-forward to the latest trends in business management from the past decade, you’ll see the same focus on optimization in the popular Six Sigma and Business Process Reengineering (BPR) practices."

"....Because techniques of operational efficiency such as Dell’s lean, supply chain management have become increasingly well-known and easily practiced, they’re no longer the big competitive advantages they used to be. Aiming to be better at an activity that everyone else has mastered isn’t a strategy. Strategy is about tradeoffs—purposefully choosing tactics different than those used by your competition. Strategy means saying no to some activities so you can excel at others. And the result of these strategic tradeoffs is products and services that are clearly distinguished in customers’ minds, with meaningful differences that can’t easily be replicated by others. .Today, as the benefits of organizational efficiency have decreased, businesses are looking for new approaches to create value for customers and for themselves. The narrow focus on the bottom line—and all the post-profit savings that were created by being efficient—has changed to a focus on the top line, where revenues can be increased by finding new customers and defining new offerings."

"It’s the marketing MBA’s favorite tool. It gets rolled out at meeting after meeting in all of its analytical, bean-counting glory: the dreaded feature matrix, a document created by some assistant-of-something who compiled a list of all of the companies that might be considered competitors, cataloged all of their products’ “features,” and tallied the results in a giant matrix.It’s a very logical, thorough approach. By comparing you to your competitors apples-to-apples and oranges-to-oranges, you find where you’re ahead, where you’re lagging, and where you’re absolutely not represented. Unfortunately, the typical response is to focus on the deficient or missing “features.” That makes sense: who would want to face the new VP when he’s smoldering over the competitor’s market-leading Automated Configuration Wizard that you don’t even have a response to? The natural response is to seek parity with your competition."

"But what is parity? It’s sameness. It’s removing differentiation between you and the competition. It’s looking only to your competitors for what defines your offering. From your customer’s viewpoint, if you’ve reached parity with your rivals then there’s no discernable difference between you and anyone else. The experience can become so banal and impotent that it either ceases to exist, or only the negative aspects of the experience (usability issues, for example) are notable. Avoid the pitfall of parity. Avoid the feature wars, vying to have more bullet points on your packaging and spec sheets than your rivals.Different is good. Competitive strategy is based on doing things differently than your competitors, and demonstrating the worth of those differences to customers."

"So if reaching parity—being as good as others—is a bad idea, isn’t being the best a great idea? Maybe not. Striving to be the best at everything, to be the best in your industry, can be an all too common misstep. The problem with this thinking is that you can’t be the best at everything, and besides, being the best depends entirely on who’s doing the judging."

"Strategies of parity are low value and short-lived. Strategies of delivering new offerings for novelty’s sake won’t survive much further than the infomercial. These approaches center on features and technologies rather than focusing on the one thing that really matters—the experience. But even though experience matters to everyone, we almost always losesight of it in product development.…to the customers the experience they have is the only thing that matters. Customers rightfully have little appreciation for the technical workings of a product. Beyond the interface, everything else might as well be magic. Think about a light switch. You flip a switch; a light turns on. How many of us care how it works? Or you put things in the refrigerator, and a day later, when you take them out, they’re cold. Magic. You pick up a handset, press seven or ten digits, and are talking to someone far away. Magic."

Subscribe Now: Feed Icon

Nunca esquecer

Citações

"It is widely believed that restructuring has boosted productivity by displacing low-skilled workers and creating jobs for the high skilled."Mas, e como isto é profundo:"In essence, creative destruction means that low productivity plants are displaced by high productivity plants." Por favor voltar a trás e reler esta última afirmação.. "Lovaglia’s Law: The more important the outcome of a decision, the more people will resist using evidence to make it."

"If an organisation is too stable it can ossify, but if it is too unstable it can disintegrate. Successful organisations work between these two conditions or states, in what Stacey called ‘the chaos zone’."

“It is not the strongest of the species that survives, nor the most intelligent; it is the one that is most adaptable to change.”

"o Marketing só existe a partir do pensamento estratégico, caso contrário "não resulta"""It is difficult to get a man to understand something, when his salary depends upon his not understanding it""Perder diversidade é como arrancar páginas de um livro. Quantas páginas poderemos arrancar até deixar de compreender o enredo?"The great enemy of the truth is very often not the lie – deliberate, contrived and dishonest – but the myth, persistent, persuasive, and unrealistic. Belief in myths allows the comfort of opinion without the discomfort of thought."

"By strategy, I mean a cohesive response to a challenge. A real strategy is neither a document nor a forecast but rather an overall approach based on a diagnosis of a challenge. The most important element of a strategy is a coherent viewpoint about the forces at work, not a plan."

“… there are no “sunset” industries condemned to disappear in high wage economies, although there are certainly sunset and condemned strategies, among them building a business on the advantages to be gained by cheap labor”

"We shall not grow wiser before we learn that much that we have done was very foolish."You may not be able to change the world but can at least get some entertainment & make a living out of the epistemic arrogance of the human race.

"I wanted you to see what real courage is, instead of getting the idea that courage is a man with a gun in his hand. It's when you know you're licked before you begin but you begin anyway and you see it through no matter what. You rarely win, but sometimes you do."

“Trust your guts. But not too much!”

"Customers will try 'low-cost providers,' because the majors have not given them any clear reason not to." "

"Empathy is like a universal solvent. Any problem immersed in empathy becomes soluble."

"In victory, do not brag; in defeat, do not weep"

"Value it's a feeling not a calculation"

"An economist is someone who has had a human being described to him, but has never actually seen one."

"Don't finish first--it's not about running a rat race. Start with a better ending in mind."

"If you sit in on a poker game and don’t see a sucker, get up. You’re the sucker.”

"The 'value added' for most any company, tiny or enormous, comes from the Quality of Experience provided."

"Crediting government with the success of entrepreneurs is like crediting the guy who built Bill Gates’ garage with the success of Microsoft."

"I have found that assuming social scientists understand the difference between correlation and causality is not generally a good one."

"Promising never to raise taxes, without reaching a deal on spending, really means a high and rising commitment to future taxes."

"Some things are so foolish that only an intellectual could believe them, for no ordinary man could be such a fool"

"os bancos não financiam a economia, a poupança sim"

"I do not know the key to success, but the key to failure is trying to please everybody"

"Never be afraid to try, remember... Amateurs built the ark. Professionals built the Titanic."

"terms such as 'experiment' and 'observation' cover complex processes containing many strands. 'Facts' come from negotiations between different parties and the final product - the published report - is influenced by physical events, dataprocessors, compromises, exhaustion, lack of money, national pride and so on."

"'science in the making' is 'the consequence of [a] settlement' of 'controversies'."

"If the state wishes to spend more, it can do so only by borrowing your savings or taxing you more. And it's no good thinking someone else will pay, that someone else is you."

"All failures of strategy are rooted in the assumption that outcomes are predictable."

"Doing things like your bigger competitors is how to get killed in the wars out there"

"Your toughest competition is the little voice inside your head telling you to stop"

"Pain is just weakness leaving your body"

"Built to last" is bad economics. Built to do something great" is the better idea. Think: "Creative destruction."

"the world is an uncertain place no matter how many Greek letter equations you affix to a problem."

"You never change things by fighting existing reality. To change s.th., build a new model making the existing model obsolete"

“No, no, you're not thinking; you're just being logical.”

"Success is not a destination. It's the trail you leave behind you."

"Winners make a habit of manufacturing their own positive expectations in advance of the event."

“You’ve got to start with the customer experience and work back toward the technology – not the other way around”

"Strategy as the "smallest set of - intended or actual - choices and decisions sufficient to guide all other choices and decisions sufficient to guide all other choices and decisions."

"When something is commoditized, an adjacent market becomes valuable"

"nature evolves away from constraints, not toward goals"

"There aren't any textbooks on what to stop doing!"

"With great power comes great irresponsibility "

"Weird things happen when you take price out of the equation for consumers"

"‘It’s so damn complex. If you ever think you have the solution to this, you’re wrong and you’re dangerous.’"

"Saruman believes it is only great power that can hold evil in check, but that is not what I have found. I found it is the small everyday deeds of ordinary folk that keep the darkness at bay. Small acts of kindness and love."

"Increasing stuff that doesn't add value dilutes existing value."

"O federalismo não é a alternativa à troika, é a troika para sempre."

"Never underestimate the difficulty of changing false beliefs by facts"

"Stressors are information"

“If you hear a “prominent” economist using the word ‘equilibrium,’ or ‘normal distribution,’ do not argue with him; just ignore him, or try to put a rat down his shirt.”

"The advantage of experiences over things for most of us is that we can make them seem unique, which = scarce, which = value"